Joyce Macharia Email and Phone Number

Deliver high-touch product support to top-tier and strategic clients via live chat, Slack, email, and video calls, ensuring seamless communication and swift issue resolution.Apply a consultative, empathetic approach to customer interactions, fostering a positive and personalized experience that strengthened client relationships.Taking full ownership of issue resolution by thoroughly investigating concerns, sharing actionable insights, and providing clear, effective communication to clients.Collaborating cross-functionally with internal teams to streamline workflows, improve processes, and optimize customer support efficiency.Managing escalated cases with a focus on SLA adherence, ensuring timely and high-quality resolutions for all clients.Partnering with internal teams to research and resolve client issues, providing tailored solutions and workarounds to meet unique business needs.Collecting and analyzing customer feedback to inform product improvements, collaborating closely with product teams to enhance platform functionality.Building and nurturing long-term client relationships through proactive communication, ensuring continued satisfaction and fostering loyalty.

User Support: Provide timely and accurate assistance to users who have inquiries, issues, or concerns regarding their accounts, privacy settings, security measures, or any other user-related matters. This may involve troubleshooting technical problems, explaining policies and procedures, and guiding users through various processes.Account Security: Help users maintain the security of their accounts by educating them about best practices, such as creating strong passwords, enabling two-factor authentication, and avoiding phishing attempts. Assist users in recovering compromised accounts or resolving security-related incidents.Privacy Protection: Educate users on privacy settings and features available to them, ensuring they have the necessary information to control their personal data and adjust their privacy preferences. Address privacy-related concerns or incidents and provide guidance on protecting sensitive information.Policy Enforcement: Enforce platform guidelines, terms of service, and community standards by reviewing user reports, investigating potential violations, and taking appropriate actions. This may involve issuing warnings, suspending accounts, or escalating severe cases to higher-level teams for further action.

• Provide frontline user protection support for Sendwave app users.• Constantly monitors the domain of App users to ensure protection against fraud losses.• Communicate electronically via text, email or phone calls with Sendwave App users to• resolve technical difficulties using the App.• Reproduce, diagnose, and research solutions for users experiencing onboarding issues withSendwave.• Ensure users of Sendwave App have a seamless signup process.• Support new Sendwave App users through initial signup processes.• Thoroughly vetting user accounts to ensure minimal risk and maximum protection to both Appusers and Sendwave.• Reproducing, diagnosing, and resolving technical issues encountered by App users• Provide support for technical queries from fellow team members through a chat system.• Provide advice to users in response to identified technical issues

• Identify patterns in user feedback and translate those into suggestions for improving our userexperience.• Handling support services from initiation to closure• Quickly identify major issues affecting a number of users and be an advocate for having themaddressed swiftly.• Flagging notorious support cases and escalating them appropriately;• Championing effective closure of support issues;• Participating in in-house training sessions and team meetings.• Handling any extra tasks assigned by management.

• Conducting thorough initial assessments of customers, including gathering relevant informationand understanding their needs and concerns.• Providing prompt and accurate responses to customer inquiries, concerns, and complaints viavarious communication channels (phone, email, chat).• Assisting customers in navigating product or service features, troubleshooting issues, andproviding step-by-step guidance.• Maintaining a professional and courteous demeanor while interacting with customers, ensuring apositive customer experience.• Documenting customer interactions, inquiries, and resolutions accurately in the customerrelationship management (CRM) system.• Collaborating with internal teams to address complex customer issues and escalate unresolvedproblems for further investigation.

• Serving as the primary point of contact for customers, addressing their inquiries, concerns, andfeedback through various communication channels (phone, email, chat, social media).• Providing exceptional customer service by actively listening to customers, understanding theirneeds, and delivering personalized and timely solutions.• Building and maintaining strong customer relationships by establishing rapport, demonstratingempathy, and displaying a customer-centric approach.• Resolving customer issues and complaints efficiently and effectively, taking ownership ofproblems and escalating as necessary to ensure satisfactory resolution.• Acting as a customer advocate within the organization, representing customer perspectives andfeedback to relevant teams to drive product/service enhancements and process improvements.• Assisting customers in navigating self-service tools, online platforms, and mobile applications toenhance their overall experience.• Conducting customer satisfaction surveys, collecting and analyzing data to identify areas forimprovement and implementing strategies to enhance customer experience.• Collaborating with cross-functional teams, including sales, marketing, and product development,to ensure a seamless customer journey and consistent delivery of exceptional service.• Proactively identifying opportunities to upsell or cross-sell products/services to customers basedon their needs and preferences.

• Initiating contact with customers who are in debt or have delinquent accounts to negotiatepayment arrangements and develop personalized recovery plans.• Assessing the financial situation of customers by reviewing account information, payment history,and credit reports to determine appropriate recovery strategies.• Communicating with customers professionally and empathetically to understand theircircumstances, address their concerns, and provide guidance on debt repayment options.

• Conducting thorough and accurate Know Your Customer (KYC) due diligence on new and existingclients to ensure compliance with regulatory requirements and mitigate potential risks.• Reviewing customer documentation, such as identification, proof of address, and businessverification documents, to verify their authenticity and assess the validity of the providedinformation.• Analyzing and assessing customer profiles and transactions to identify and investigate anyunusual or suspicious activities that may indicate potential money laundering, fraud, or otherfinancial crimes.• Conducting risk assessments based on customer information, transaction patterns, andassociated risks to determine the appropriate level of due diligence required.• Interacting with customers and internal stakeholders to collect additional information orclarification on KYC-related matters and resolve any discrepancies or issues.

• Providing exceptional customer service and support to customers through various channels suchas phone, email, live chat, or social media.• Responding to customer inquiries, concerns, and complaints promptly and professionally,ensuring a positive resolution and customer satisfaction.• Understanding and effectively communicating information about products, services, policies, andprocedures to assist customers in making informed decisions.• Assisting customers with order placement, product recommendations, and troubleshootingtechnical issues with patience and empathy.